Get clear answers to common questions about water connections, tariffs, complaints, and our services.
What are the Umbrella Water and Sanitation Authorities (UWS
The Umbrella Authorities are regional water utilities under the Ministry of Water and Environment’s Utility Support Division (USD).
Established in 2017, they manage piped water and sanitation systems in small towns and rural growth centres that are outside the National Water and Sewerage Corporation (NWSC) service area.
How many Umbrella Authorities are there in Uganda?
There are six regional Umbrellas:
How can I apply for a new water connection?
You can apply for a connection through your nearest Umbrella Authority office or online.
Fill the Water Connection Form (available at your regional office or online).
Attach your National ID and a copy of your land or tenancy agreement.
Pay the connection fee via MTN Mobile Money, Airtel Money, or partner bank.
Your site will be surveyed and connected within 14 working days after payment.
How often will I receive my water bill?
Customers are billed monthly, every 30 days. Invoices are delivered through SMS and printed bills.
What payment options are available?
You can pay your water bills through:
MTN Mobile Money: Dial *165# → Payments → Utilities → UWSS WATER
Airtel Money: Dial *185# → Pay Bill → Water → Umbrella Authority
Centenary Bank (Cente Agent)
In-person at your nearest Umbrella office.
What happens if I delay payment?
Late payments may attract a reconnection fee or service suspension after 14 days of non-payment. You can avoid this by using mobile payment platforms for timely billing.
Why is my water supply off today?
Temporary service interruptions can occur due to maintenance, power outages, or pipe repairs.
Customers are notified at least 3 days in advance of planned interruptions via SMS, social media, and local leaders.
How can I file a complaint?
You can file a complaint through:
Toll-Free Line (pending confirmation)
Email: support@uws.go.ug
Online Complaint Form → www.uws.go.ug/complaints
In-person at any regional Umbrella office.
Response timelines:
Commercial issues: within 1 day
Technical issues: within 3 hours